{"id":106409,"date":"2026-08-06T06:42:41","date_gmt":"2026-08-06T06:42:41","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/complaints-review-prevention-manager-2\/"},"modified":"2026-08-06T06:42:41","modified_gmt":"2026-08-06T06:42:41","slug":"complaints-review-prevention-manager-2","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/complaints-review-prevention-manager-2\/","title":{"rendered":"Complaints Review &#038; Prevention Manager"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Complaints Review & Prevention Manager\", \"description\": \"Job Description\\nTo lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints, driving root cause analysis, implementing corrective and preventive actions, maintaining regulatory compliance, and generating actionable insights that reduce customer friction, prevent recurrence of issues, and enhance the overall client experience.\\nQualifications\\nType of Qualification:\\nFirst Degree\\nField of Study:\\nBusiness Commerce, Banking, Finance, Accounting or related field\\nProfessional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline e.g., Certified Customer Experience Professional CCXP, Certified Customer Experience Manager CCEM, or equivalent is preferred\\nExperience Required\\nA minimum of 5 to 7 years\u2019 relevant experience in complaints management, customer issue resolution, service recovery, client experience, or a related customer-focused role.\\nProven knowledge of the banking regulatory environment, including Central Bank of Kenya CBK requirements, conduct risk principles, and consumer protection standards.\\nDemonstrated experience in conducting root cause analysis, tracking corrective and preventive actions, and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness.\\nStrong analytical capability, with experience in data analysis, management information reporting MIS, dashboard development, and performance reporting to identify complaint trends, monitor remediation actions, and generate actionable business insights.\\nAdditional Information\\nBehavioural Competencies:\\nArticulating Information\\nEmbracing Change\\nProviding Insights\\nTaking Action\\nTeam Working\\nUpholding Standards\\nTechnical Competencies:\\nComplaints management and client resolution expertise.\\nProduct Knowledge\\nGovernance, risk and compliance requirements.\\nData Analyrtics\\nRoot Cause Analysis\\nKnowledge of Banking Environment\", \"datePosted\": \"2026-08-05\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Standard Bank Group\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-08-19T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Standard Bank Group<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-08-19<\/p>\n<h3>Job Description<\/h3>\n<p>Job Description<br \/>To lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints, driving root cause analysis, implementing corrective and preventive actions, maintaining regulatory compliance, and generating actionable insights that reduce customer friction, prevent recurrence of issues, and enhance the overall client experience.<br \/>Qualifications<br \/>Type of Qualification:<br \/>First Degree<br \/>Field of Study:<br \/>Business Commerce, Banking, Finance, Accounting or related field<br \/>Professional certification in Customer Experience Management, Complaints Handling, Service Recovery, or a related discipline e.g., Certified Customer Experience Professional CCXP, Certified Customer Experience Manager CCEM, or equivalent is preferred<br \/>Experience Required<br \/>A minimum of 5 to 7 years\u2019 relevant experience in complaints management, customer issue resolution, service recovery, client experience, or a related customer-focused role.<br \/>Proven knowledge of the banking regulatory environment, including Central Bank of Kenya CBK requirements, conduct risk principles, and consumer protection standards.<br \/>Demonstrated experience in conducting root cause analysis, tracking corrective and preventive actions, and driving continuous improvement initiatives to enhance customer outcomes and operational effectiveness.<br \/>Strong analytical capability, with experience in data analysis, management information reporting MIS, dashboard development, and performance reporting to identify complaint trends, monitor remediation actions, and generate actionable business insights.<br \/>Additional Information<br \/>Behavioural Competencies:<br \/>Articulating Information<br \/>Embracing Change<br \/>Providing Insights<br \/>Taking Action<br \/>Team Working<br \/>Upholding Standards<br \/>Technical Competencies:<br \/>Complaints management and client resolution expertise.<br \/>Product Knowledge<br \/>Governance, risk and compliance requirements.<br \/>Data Analyrtics<br \/>Root Cause Analysis<br \/>Knowledge of Banking Environment<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Standard Bank Group on jobs.smartrecruiters.com to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1297554\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-08-19 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Standard Bank Group Location: Nairobi Job Type: Full Time Apply Before: 2026-08-19 Job Description Job DescriptionTo lead the end-to-end complaints management process in Kenya by ensuring effective resolution of customer complaints, driving root cause analysis, implementing corrective and preventive actions, maintaining regulatory compliance, and generating actionable insights that reduce customer friction, prevent recurrence of [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1408,1409],"tags":[1425,1413,1412,1534],"class_list":["post-106409","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time","tag-job-listing","tag-myjobmag","tag-standard-bank-group"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106409","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=106409"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106409\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=106409"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=106409"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=106409"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}